Transforming customer experiences

It seems that First Call Resolution (FCR) and Average Handle Time (AHT) have been at war with each other for longer than any of us can remember. In many call centers, both of these call center metrics are critical to the optimization of day-to-day operations. The big question is, “how can you provide excellent customer service that...

I have been in the telecommunications industry for 25 years. One of the most profound developments has been the miniaturization of telecom technology. In the 70’s a central office servicing 40,000 lines required a large building to house it and considerable power and cabling resources. In the 80’s things began to get smaller. The...

Any one who has spent time on a phone will have had this happen to them. One minute you are talking and the next, the caller is gone. Or you put someone on hold and you go to pick them back up and they are no longer there. When this happens, you want to know, ‘Who hung...

Cisco recently released their "Visual Networking Index: Forecast and Methodology, 2008-2013" with some impressive numbers. The point of the research is to provide additional insight into the growth of IP traffic as it relates to high-bandwidth IP applications such as video and communications, however it is an excellent read for anyone involved in delivering applications over the...

What is NPS?Over the past several years, the NetPromoter methodology has emerged as a leading indicator of customer loyalty. Its founders, Dr. Fred Reichheld and SatMetrix, have also linked it to corporate growth. Here is how it works:Using a 0-10 point scale, the participant is asked a single question, "Would you recommend us to a...

For inContact and a host of other services that businesses utilize today, the Internet is absolutely vital. InContact agents using myAgent, and supervisors using inTouch or the Webmanager tools, depend on a stable reliable Internet connection for proper and efficient operation. Fortunately, the Internet today has become very fast and very reliable. However when problems do occur,...

Lately, the question has come up asking about the differences between Software as a Service and virtualization. I suspect this is because virtualization comes up a lot in the same conversations, but let’s be clear, they are different. To keep it simple, let just think of SaaS as delivering a fully baked, turnkey service of value...